Differences

This shows you the differences between two versions of the page.

--- cloudappliance/support [2020_01_16 15:06] – jim
+++ cloudappliance/support [2021_06_04 12:39] – jim
@@ Line 1: / Line 1: @@
 ====== Enterprise Maintenance and Support ======
-Last updated on March 12, 2019.
+Last updated on June 3rd 2021
 For Enterprise Appliance users the following shall be the definitions of various terms to be used with regards to support:
@@ Line 7: / Line 7: @@
-  * **STANDARD SUPPORT** - Standard SME Support defined as 9 - 5 PM UTC.
+  * **STANDARD SUPPORT** - Standard File Fabric Support. Terms as defined in the downloadable support agreement below.
 \\
-  * **SUPPORT SLA** - As defined by the customer contract. The default is standard / basic support.
+  * **SUPPORT SLA** - As defined by the customer contract. The default is standard support as documented in the downloadable support agreement below.
 \\
   * **SOFTWARE** - The SME Enterprise File Fabric and associated software.
@@ Line 28: / Line 28: @@
 Note that installing upgrades is outside the scope of support and requires a Professional Services engagement.
-A copy of the latest File Fabric support agreement for Enterprise customers can be downloaded [[https://storagemadeeasy.com/files/a06d5b36eb7223456caf34895012b617.pdf|here]].
+A copy of the latest standard File Fabric support agreement for Enterprise customers can be downloaded [[https://storagemadeeasy.com/files/2b14515f95ea63b619aad765ece2f9d6.pdf|here]].